Call Centre Agent (Reservations)

Front of House
Job Role:
Front Office Agent
Staff- Line level
Salary Description:
Raffles Hotels and Resorts
Job Ref:

An iconic landmark, an enduring legacy.

At Raffles Hotel Singapore, we help you do your best.

In 2018, a careful and sensitive restoration will breathe new life into our beautiful hotel, providing enhanced comfort and splendour for the discerning traveller. With a diverse range of careers for different talents and personalities, we invite you to be part of the Raffles legend and share your passion for hospitality with the world. As we write a new chapter in our ongoing story, experience a tremendous opportunity to grow and develop with a global luxury hospitality brand in an oasis for the well-travelled.

Job Summary
The Call Centre Agent delivers friendly and professional service that meets guest's call experience expectations and is able to answer all types of enquiries.

The position offers a centralised communication service in an efficient manner supporting all departments of the Hotel.


Ensures smooth operation of the department by attending to incoming calls, fax and emails that are pertaining to room and food and beverage reservations or general enquiries. Obtains all the necessary information to complete a room reservation in the Opera system, i.e. stay dates, flight details, rates, special requests and reservation notes. Assists guests in a seamless food and beverage reservation process by providing restaurant and bar information, reservation confirmation and/or reservation changes or cancellations and other special requests. Works closely with the restaurant managers to maximise the capacity of the restaurants. Ensures guests receive the experience as detailed in Brand Standard Operating Procedures (BSOPs), Raffles Hotel Singapore Local Standard Operating Procedures (LSOPs) as well as Forbes 5 star/Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management. Close cooperation with Raffles Butlers team. Upholds a flawless impression and perception of the Raffles Hotel Singapore products and services. Ensures the smooth running of the Raffles Service by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore. PROVIDES EXPERIENCE THAT EXCEEDS GUEST EXPECTATIONS

• Well versed with the preference of the guest's and provides all guests with the consistent service anticipating needs in advance.
• Leads a Heartist® approach to guest experience/service together with the Reservation team.
• High emphasis on the reservation experience for LCAH members.
• Handles guest comments competently and swiftly.

Supports the Raffles Service colleagues to achieve upsell goals in various revenue streams. Coordinates with other departments (Front Office, Concierge, Food and Beverage, Spa, Housekeeping and Butler) on the guest's needs and requirements. Works closely with Revenue department to be aware of the occupancy of the hotel (the sold out dates, the blackout dates and the need periods in both rooms and food and beverage outlets). Advises Raffles Service Manager of any deviations in rate applications or reservations arrangement. Maintains an accurate and updated filing system of all correspondence. Familiar with hotel's credit policies and handles billing instructions correctly. Performs clerical and administrative duties. Adheres to Raffles Hotel Singapore and Raffles Service SOP's, guidelines and grooming standards. Supports AccorHotels Corporate programs, such as Planet 21. Adheres to the Values of AccorHotels, i.e. Guest Passion, Respect, Innovation, Trust, Sustainable Performance and Spirit of Conquest. Applies the emergency backup plan for communication systems to ensure business continuity in case of a PABX failure. Manages technical and operational data availability at all times. Executes system maintenance and accurate fault reporting with the providers and ensures adherence within company network security policies.

Contact Details:
Raffles Hotels and Resorts
Tel: .
Contact: HR Department

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